Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
“Sensible” Support Policies and their Unintended CX Consequences
TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to […]
Intelligent Swarming: An Update
I recently attended a Consortium for Service Innovation team meeting on intelligent swarming. We got updates from PTC, Cisco, Red Hat, Sage, and others about how swarming was working in […]